Client Liaison Officer

SUMMARY:
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POSITION INFO:

Reporting To: Client Services Manager

Purpose of the Role: 

• To provide a link between Company and its residents within a specific complex.
• To achieve this, you will be responsible for the day-to-day operational activities within the complex such as, but not limited too – assisting prospective tenants with viewings, introducing new tenants to their units by conducting inspections and by escalating tenants’ queries through to the relevant reporting lines.

Minimum Requirements: 

• Grade 12/Matric Certificate
• Drivers licence

Work Experience:

• 2-3 years building and maintenance management
• 1- year customer service experience

Key Peformance Areas: 

Operational requirements:

• Execute daily tasks and work instructions according to relevant Procedures.

Client Services Management:
• Show vacant units to prospective tenants
• Conduct handover, pre-exit and final inspections with tenants

• Carry out House visits-20 a month
• Address minor transgressions of house rules
• Report suspected sub-letting to Client Services
• Report abscondments to Client Services.
• Check that all vehicles display their access disc. Report non-adherence to the Tenant Liaison Officer.
• Place stickers on abandoned vehicles and report to Client Services
• Distribute tenant correspondence including newsletters.
• Check that vacant units are ready for occupation
• Resolve minor tenant enquiries where possible or escalate to Tenant Liaison Officer
• Report any social issues to Client Services
• Facilitate a positive social climate within the complex through regular (formal & informal) engagement with tenants

Maintenance Management: 
• Regular inspection of building and grounds identifying items for repair
• Report all maintenance matters on common property to maintenance office
• Direct tenants to report all internal flat maintenance matters to maintenance office for works order to be issued
• Facilitate access to flats for maintenance tasks to be undertaken

Complex Wellness: 
• Ensuring that the cleaning and gardening tasks/activities are being completed to the required standard
• Ensure that requisite cleaning equipment is fully functional and sufficient chemicals are on hand
• Report equipment that needs repair / replacement
• Ensure sufficient food supply is always available

Utilities / Credit Control Support:

• Distributing arrear / demand letters and basic engagement with tenants regarding implications and realities of credit control processes
• Under guidance from Finance engage with tenants that are in arrears and encourage them to visit the office to make the necessary arrangements

Staff Management: 
• Monitor and review staff outputs
• Monitor and review the overall wellness of our complex
• Perform all duties, within your vocational abilities, as requested    

• Ensure effective communication with internal departments

Community Initiatives:

• Manage CSI activities in line with OHHAs mainstreaming plans
• Attract new and engage with current volunteers involved in the CSI programmes
• Attend meetings and events to assist with the guiding of current and new CSI programmes
• Relate & promote a customer friendly environment in all developments

Financial:
• Ensure effective cost saving and waste elimination
• Meet output requirements, while containing expenditure
• Ensure control and approval of expenses in accordance with the company approvals framework

Human Resources:
• Familiarise yourself with and always act in accordance with the company’s policies and procedures
• Promote diversity, equal opportunity and fair treatment in the workplace
• Ensure consistent adherence to & application of the company’s disciplinary code, grievance procedures and relevant legislation

Quality Compliance

• Comply with Quality requirements as outlined by the company Procedures and Written Instructions in all tasks and activities
• Ensure that the required procedures and Quality standards are adhered to
• Ensure high quality standards of work are always adhered to
• Complete all documentation timeously and accurately
• Comply with Quality requirements as outlined by the company Procedures and Written Instructions in all tasks and activities

Safety, Health & Environmental:

• Carry out any duty or requirement imposed on the company by the OHS Act
• Ensure that the requirements of the OHS Act are complied with by every person under your supervision
• Ensure that reasonably practicable steps are taken to identify, manage or eliminate any hazards or potential hazards to the safety or health of employees
• Report any unsafe or unhealthy situations to the Managing Director